MyStake Casino - Player facing verification issues due to prepaid wallet use.

I used a prepaid digital wallet of $10 online (with no physical card).

When I was asked to verify my details, I can only provide screen shots and photos and a pdf of the transaction, The prepaiddigitalsolutions.com won't provide any evidence I require, to prove it is mine.

I have tried to discuss it more than once, instead i get a different preset response from a different person.

With no definitive resolve.

Dear ianhattersley5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly that verifying your deposit seems to be the last obstacle for completing account verification?
• Have you completed KYC verification with the digital wallet service, or can you prove you are the account holder?
• Are there any records you funded the prepaid card using your funds, such as a bank statement showing the transfer?
• Could you provide a screenshot from the casino cashier of the payment method you opted for when you were making the deposit in the casino?
• You can post screenshots here or send them to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear ianhattersley5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.